Valid point - if you access that way, but I expect 99% of the people that are new to the website - come in from a search aggregator directly to the page in question.  I came in from Froogle (which also was "fooled" by the way the ad read) and included the "instruction manual" listing alongside numerous other listing for the actual product.  This is how all web retailers try to drive business and this is the case that makes it especially deceptive.  Just because one process (of possibly hundreds) to get you to the web page is clear, doesn't eliminate to expectation to clearly identify the product on the listing web page. 

Just to see what you are all talking about, I went to the web site and it seemed pretty clear to me.  First of all, you select 'Lego set Instruction' to get to the instruction manuals, no problem there.  Then the page that comes up when you select a title describes the condition of the manual. Then when you add it to your shopping basket it says 'instructions' again.

Sure, if you're not paying attention, regardless of your IQ or occupation, you could make a mistake.

Also, 3 or 4 mistakes out of the thousands of transactions they conduct is incredibly good.

Admit your mistake, return the product, get your money back and make a mental note to read more carefully in the future before you complete a transaction on any web site. They are all different. 

No ripoff here.

Wow... your submittal saved me a similar mistake.  Really appreciate the posting.  I went to purchase the following and missed the embedded term "manual" in all the text.  I definitely see your point around deceptive advertising.  Everything (except the 1 word "manual") seems to indicate that you are purchasing the full set.  The photo, descriptions, the video, the "customer corner reviews", eve the title (shown below) has no mention of manual. 

Lego Castle Set 7009 "The Final Joust"

...if he did, he'd go to google, type in the word lego followed by a set number, and he'd see a list of sets for sale come up, most 5 or 10 times the cost of "the set" at BrickTrainShop.  I went again to see if what he says is true, and it is a total lie.  There is absolutely NOTHING on the page about buying instructions, and to the contrary it mentions "set" many, many times.  The price is so low I was almost tempted to buy 5 or 10 to resell them---I thought it HAD to be too good to be true AFTER I bought one or two "sets" and then, and only then did I discover through PayPal descriptions that I was actually getting instructions booklet.

Dude, you're just a big fat liar telling big fat lies. Period. So sorry about Sarah, John, Georgie and d**k---your heroes.

I also filed a report here: http://www.ripoffreport.com/toy-stores/bricktrainshop-com/bricktrainshop-com-fraud-mis-3fca7.htm for the same problem. Let's face it, a lousy partial refund is not going to make me feel any better - he wants $5.00 plus he won't pay for the shipping, so obviously, it's not worth the trouble to return the item. Anyway, it's not the money, it's the honor. This kind of fraud needs to be stopped. Another victim just contacted me this morning with a great idea.  We think everyone that has ever had the same complaint needs to take the next step and file a complaint with the Better Business Bureau, like I did, and with the proper government agencies to put a stop to deceptive selling practices.

As the owner of the company, and a person who can read.  I can see that by the rules of this site that I am not allowed to use profanity of any sort or to post photos of a nature that have nothing to do with this case.

I see that the consumers however are allowed to use profanity and post photos of whatever they want.  Obviously this is not only unfair it is morally wrong.

I often try to resolve complaints and attempt to make my customers happy even when they have anger issues or file complaints on these types of forums before contacting us.  Even the individual listed here received a refund at our request not his.

However,
I will no longer respond to any complaints listed here on this forum unless it will be fair for both sides having the same rules.  I now see why other companies have complained about the site itself.  I tried to be understanding and fair about it, obviously I was wrong and it is a flawed site.  Unmanned and ran by soley by outdated software.  Even my email program doesn't allow profanity.

Heres the real copy of the BBB report that you forged and posted.

It's fine with me if you have your company suppress it deeply where the sun will never shine.

I think Ripoff Report has an apparently ethical and strict reporting policy.  I know nothing of any offer for them to remove it, and I'm not impressed if in fact that is true.  Given your history as a bullshit artist, I'll continue to see them in a positive light until I know otherwise.  FYI I did not "CHOSE" to have your crap sent in an envelope--it did not say that on the page I read, nor did I see the selection of INSTRUCTION when I went to the ad, nor did I see it CLEARLY STATED THAT I'M NOT RECEIVING THE PRODUCT PICTURED, DICKWAD WHICH IS WHY I FIND YOUR AD SO DECEPTIVE.  MAYBE YOU SHOULD WRITE YOUR AD COPY FOR THOSE WHO DON'T WANT TO SPEND 4 MINUTES DECIPHERING EACH AND EVERY PAGE OF YOUR SELF-PROCLAIMED GENIUS-INSPIRED WAY OF RUNNING YOUR WEBSITE. Funny coincidence that others have had the same problem with your company, and I do notice others that read the ads the same way I did. I guess you won your bet and sold them the worthless instruction booklets.  Why not celebrate and go boating or something!

You can call me whatever you like, I could NOT care less.  I'm sure some of your relatives and offspring have been through my TMH classroom, but being the genius you are, you know that already.  Kiss the dark part of my lily white.  I hope when you retire, those that care for you rip you off the way you have done in your life, and I wish the same on myself.  You may be wealthy but you'll find that loses it's luster when it's all over. Right now you have the world by the shorthairs.  When I get old and cynical maybe I'll buy some stock in your company, but until then I'll keep what little money I earn teaching your phlegmatic spawn.

Bottom line, Mr. Capitalist~~~I got my money back without having to waste time arguing with some goofy single mom at your company about how high your restocking fees are, nor did I have to drive to the post office and add postage to it.

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evidently I can read well enough to get my money refunded through PayPal, can't I?

I think it's clear to me that the people (3) who have lodged complaints against your company are ALL reasonably articulate, honest and perfectly capable of reading~~~and we ALL read the SAME THING....that you are writing deceptive and dishonest ad copy to get rid of a bunch of obscure LEGO instruction booklets. 

Incidentally I wrote advertising copy for 12 years before I was a teacher, in the gift and toy trade, as well as working as a manufacturer's representative, and the name we used to give owners like you I should not print here in this forum.

My I.Q. has been tested at 137...definitely not a genius but I'm not an idiot either, in case you're going there next with your rude comments.

I have no idea what motivates you to do business like this, but it likely has something to do with greed.  Maybe you made a bet with someone that you could sell these booklets...maybe you have a gambling or drug problem...maybe your wife spends everything you make and runs your bills up...the possible reasons are too numerous to list here.

You are obviously an obnoxious person, so it's likely your intentions are just what they appear to be~~nefarious.

Here's a sample of the Better Business Bureau's report on BRICKTRAINSHOP.COM:

"

Bureau Summary and Analysis of customer complaints and company responses:

"Our complaint history for this company shows that the complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate." 

Duh.  I smelled that one coming from a mile away.  Which is why I took it up with PayPal instead of wasting my time arguing with a crook.

I looked up your order after reading this complaint you made.  You purchased the Instructions straight out of the Lego Instructions Category of the store, it is listed at the top of the page in Capital Letters and again in the listing, during checkout, on your invoice, and finally you chose small 1st class envelope for shipment.  We have serviced over 118,000 customers in the last 12 months.  We offer a easy refund policy, return your order for a refund.  You did not do this.  You did not call us, you did not email us. 
What we received was an email offering to remove this complaint for $299.00 fee which is the same thing we receive each and every time from this site.

We noticed that you have a very damaging Rip Off Report